IT - Tech-support 3

PDS Defense

Annapolis (MD)

On-site

USD 40,000 - 47,000

Full time

14 days+

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Job summary

PDS Defense, Inc. seeks a Tech-support 3 for its Annapolis, MD operation. You will contribute to the Tier 2 CAS Network Operations Center and manage incident diagnosis and restoration for customers and business units.

Responsibilities include monitoring, troubleshooting, and resolving routine and some complex network issues, with guidance from senior team members, in a 24x7 environment that may include weekends and holidays.

Qualifications

Requires CCNA or Security+ certification or equivalent
US citizenship required
Prior Customer Service experience
Knowledge of TCP/IP networking protocols, hardware and interconnection

Responsibilities

Monitors network management system; coordinates with telecom providers to restore service.
Tracks incident details and updates the incident management tool promptly.
Diagnoses basic technical queries from customers and business units.
Oversees high availability IP networks, messaging systems, and air-to-ground data links.
Identifies resolutions for routine technical queries and escalates where needed.
Works with senior team members to resolve moderate to complex issues; may lead smaller tickets.
Monitors and troubleshoots system performance and network issues.
Understands deployment, configuration, and maintenance routines and develops efficiency tools.
Participates in network design and configurations.
Provides guidance to customers to resolve problems with strong attention to detail.
This is a 24x7 operation; weekend and holiday work may be required.

Skills

Customer service

Multitasking

Attention to detail

Education

AA/AS degree or 2-year training

HS Diploma/GED

Tools

Cisco devices

TCP/IP networking

Job description

IT/Technical

IT - Tech-support 3 Annapolis, MD Posted: 8/13/2026

Job Description

Job ID#:

224984

Job Category:

IT/Technical

Position Type:

Associate - W2

Shift:

PDS Defense, Inc. is seeking a Tech-support 3, in Annapolis, MD. Job ID#224984

Pay Rate: $29 - $34/hr

Job Description:

This role will contribute to the Tier 2 CAS Network Operations Center. This position is responsible for the incident management of customers within the CAS Operational environment. This position is responsible for diagnosing failures of systems and networks and performing actions to resolve basic technical queries from customers and Business Units.

What YOU will do:

Monitors network management system and engages telecom providers to drive restoral efforts.
Tracks incident details and keeps information updated in the incident management tool in a timely manner with accurate information.
Solves systems and network problems/questions with limited scope and complexity.
Applies technical knowledge to oversee high availability IP networks, messaging systems, and Air to Ground data communications equipment and systems.
Identifies resolutions of routine technical queries from customers and Business Units.
Takes guidance from other team members or management to resolve less routine issues.
Works with Senior Team Members to resolve moderate to complex issues with critical customer services. May take the lead role in resolving less complex issues.
Uses discretion to interpret and apply established processes. Errors could cause prolonged or wider spread failures.
Monitors and troubleshoots system performance, troubleshoots, resolves, or escalates network issues.
Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
Participates in network solutions design and configurations.
Analyzes issues and provides customers with guidance to resolve problems, this includes great focus and attention to details
This is a 24 x 7 365 Operation Center which requires working some weekends and holidays.

What YOU will learn:

Will be trained on three all NOC (3) positions, Transport, DataLink, Applications in 4-6 months.

These positions will be trained one by one from a span of 3 weeks to a month and a half.

Transport - Continuous monitoring from the core to the edge, for all ARINC Global Network components, including all routers, switched, firewalls, circuits, etc.

DataLink - Continuous monitoring of the ground station/radios and central processing systems that make air to ground datalink communications possible.

Applications - Continuous monitoring of the central channels, connected to routers, which facilitate the daily flow of millions of messages.

Education & Experience:

Typically requires an AA/AS degree (or other 2-year post high school training) with a minimum of 6 years of relevant experience OR
HS Diploma/GED with 2 years of experience
Candidates must be US Citizen

Qualifications you must have:

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
CCNA or Security+ certification or equivalent or taking courses
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract
Prior Customer Service experience
Knowledge of TCP/IP networking protocols, computer hardware and software interconnection and interfacing.
Experience troubleshooting Cisco devices.
Experience with HSRP/BGP routing protocols.

Skills we value:

Efficient at Multitasking, this includes taking on multiple responsibilities, prioritizing, and delegating.

Benefits offered to vary by the contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, affordable medical coverage plan, and DailyPay (in some locations).

Job Requirements

Minimum Security Clearance:

No Clearance

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.tadpgs.com/candidate-privacy/ or https://pdsdefense.com/candidate-privacy/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: